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Medical Support Assistant (Advanced)

Company: Department of Veterans Affairs
Location: Cedar Park
Posted on: June 10, 2021

Job Description:

* Videos


* Duties




The Central Texas Health Care System is recruiting for a highly qualified Medical Support Assistant (Advanced) for our Mental Health and Behavioral Medicine Service located in Cedar Park, Texas.

Learn more about this agency


Major duties include but are not limited to:

* The AMSA will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. * The incumbent is responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection. * The AMSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Ensures that the patients are electronically checked in for their appointments. * Schedules appointment with patient input to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care". * Incumbent is responsible for processing first party requests and ensuring forms are complete and accurate. Receives outside correspondence (fax, letters, etc.) from outside agencies requesting provider's actions for patient care and forwards to the appropriate agency for action. * Responsible for ensuring non-VA records are forwarded to the appropriate provider for review and forward to the appropriate agency prior to inclusion into the patient's medical record. * Scans and indexes materials accordingly into CPRS VistA Imaging, on a timely basis and within established guidelines, and makes the proper disposition of documents. After the scanning and indexing process is complete, the incumbent will review the quality of scanned documents to ensure integrity of scanned images. * A high degree of customer service i.e.; tact, poise, and diplomacy must be used in dealing with Veterans who may have multiple health problems and may be frustrated with the diagnostic process. * Captures insurance and demographic information on all Veterans, explaining VA's role in insurance reimbursement. * The AMSA supports patient safety standards through correct identification of all patients through use of two forms of identification, in accordance with current CTVHCS policies. * Receives telephone calls and visitors to the VA, (i.e., patients, families, and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services and requests for changes in scheduled appointments. * Incumbent is responsible for running the following reports/queries on a daily basis (not all-inclusive): Open Text Orders, Patient Care Encounter (PCE), Recall Reminder Delinquent Report, Recall Reminder Non-Compliant Report, and Consult Tracking Report. * Must work in a multi-screen computer environment being able to use VistA and CPRS (Computerized Patient Record System) screens bilaterally. Example: when a consult is received the patient's information is displayed in VistA. The incumbent should be able to access CPRS, go to the consult, sign off on the electronic signature, and book the appointment. * Incumbent receives all consults and refers consult to provider for scheduling instructions. Using consult package, changes status of consults to reflect current stage of consult, such as received, scheduled, etc. * Incumbent schedules outpatient clinic appointments according to VHA Directive 2010-027 using Veterans Heath Information Systems and Technology Architecture (VistA) scheduling options or VistA Scheduling Enhancement (VSE). * Schedules surgical procedures and pre-op tests as necessary, coordinating with patient wishes, consultant or surgeons' schedules. * Assists supervisor with on-the-job clinic unique training to new employees, provides ongoing process improvements, and shares new information/procedures with other staff and supervisor. * Incumbent will be involved in the recall system for the facility. * The incumbent may be required to cross cover for other areas of the service due to patient care needs, workload demands or staff shortages. * The AMSA is the administrative subject matter expert within the teamlet and therefore has significant responsibilities within the team.

Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m.

Financial Disclosure Report: Not required

Travel Required

25% or less - You may be expected to travel for this position.

Supervisory status


Promotion Potential


* Job family (Series)

0679 Medical Support Assistance

* Requirements



Conditions of Employment

* You must be a U.S. Citizen to apply for this job * Selective Service Registration is required for males born after 12/31/1959 * You may be required to serve a probationary period * Subject to a background/security investigation * Must be proficient in written and spoken English * Selected applicants will be required to complete an online onboarding process


Basic Requirements:

* Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). * Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR * Education. One year above high school; OR * Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. * Certification. None required. * Physical Requirements. See VA Directive and Handbook 5019. * English Language Proficiency. MSAs must be proficient in spoken and written in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Preferred Experience:

* 6 months experience scheduling appointments in VSE * Excellent customer service skills * Ability to maneuver CPRS, VISTA GUI, and VISTA * Pull Consult Reports for Pending, Active, and Scheduled * 6 months experience with ACD phone system * Ability to multitask

Grade Determinations: Applicant must meet the Basic requirement, the Specialized Experience and demonstrate all the required Knowledge, Skills, and Abilities for the position.

Medical Support Assistant (Advanced), GS-0679-06:

* Specialized Experience. One (1) year of specialized experience equivalent to the GS-05 grade level.

Qualifying experience includes but may not be limited to: MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

* Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. * Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. * Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. * Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. * Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. * Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary. MSAs at this level] develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

References: VA Handbook 5005/117, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679.

The full performance level of this vacancy is GS-06.

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.


There is no educational substitution at this grade level.

Keywords: Department of Veterans Affairs, Cedar Park , Medical Support Assistant (Advanced), Other , Cedar Park, Texas

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